Operations Manager - SMB Operations

Drive impact. Build from scratch. Shape the future of merchant operations.

We're hiring a senior operations professional to own and scale merchant operations for our SMB business in Brazil — a high-visibility role at the heart of our growth strategy.

This isn't a support role — it's a founding operations seat . You'll become the main POC for Merchant Operations in Brazil's SMB segment , setting new standards, launching new initiatives, and working directly with cross-functional leadership. If you want ownership and impact, this is it.

[WHAT YOU'LL DO]

• Merchant Operations & Continuous Improvement: Partner with commercial teams to identify operational gaps, reduce defects, and drive measurable improvements across our merchant base — turning insights into action at scale.
• End-to-End Project Leadership: Own complex, cross-functional projects from scoping to delivery. You'll define the roadmap, align stakeholders, and execute independently — with clear business outcomes as your north star.
• Structured Problem Solving: Diagnose root causes, design multiple solution paths, evaluate tradeoffs, and make bold, well-reasoned recommendations that move the business forward.
• Process Design & Scalability: Build, optimize, and standardize core analyses and workflows that improve team efficiency — and make sure they stay relevant as the business evolves.
• Product & Tool Development: Identify merchant and sales pain points, then partner with Product teams to bring tools and capabilities to life that unlock operational efficiency at scale.
• Cross-Functional Influence: Collaborate with local and global stakeholders across commercial, product, and operations — bridging strategy and execution to create systemic improvements.

[WHAT WE ARE LOOKING FOR]

• Rich experience in merchant operations, business operations, strategy & operations or a related field
• Proven end-to-end ownership — you've taken projects from 0 to done, independently, across strategy, product, and ops
• Data-driven decision maker — strong analytical skills, comfortable with deep-dive analysis while keeping the big picture in focus; SQL is a must, Python is a plus
• Execution excellence — you thrive in fast-paced, ambiguous environments, managing competing priorities without dropping the ball
• Project management discipline — experience defining timelines, deliverables, dependencies, and resource allocation across complex initiatives
• Strong communicator — fluent in English, able to translate complex data into compelling narratives for diverse audiences

[BONUS POINTS]

• 0-to-1 builder — track record of creating processes, tools, or products from scratch in ambiguous environments
• Industry background in food delivery, e-commerce, or high-growth startups
• Experience with experimentation, reporting frameworks, and scaling operations